Loyalty Support Specialist
Manulife — 3 Locations
Posted 2026-10-14
Provides advanced administrative and operational support to Mortgage Loyalty, with accountability for complex, escalated, and exception-based work. The role applies strong mortgage-process knowledge, judgment, and risk awareness to investigate and resolve issues spanning multiple workflows or systems. It also supports quality, knowledge transfer, and continuous improvement initiatives that strengthen operational performance and the client experience. Position Responsibilities: Own complex, aged, escalated, or exception-based administrative cases from intake through resolution, coordinating required follow-up and maintaining clear accountability for next steps. Investigate file discrepancies, system issues, workflow breaks, incomplete documentation, and recurring exceptions by reviewing available records and consulting appropriate partners. Apply established policies, procedures, controls, and authorities to non-routine situations; document the rationale for actions taken and escalate matters requiring policy interpretation, material remediation, or higher approval. Assess operational and client risk within assigned authority, identify potential control gaps, and ensure concerns are